User Guide

Agent and Supervisor features

This section describes the login features that are common to the Call

Center agent and supervisor. Depending on your system configuration,

choose from the following methods of logging in and out:

• “Logging in without Agent ID (for basic ACD)” on page 19

• “Logging in with Agent ID (for Basic ACD or Contact Center

Manager)” on page 19

• “Logging in using Multiple Queue Assignments (for Basic ACD)” on

page 21

• “Logging out” on page 24

Logging in without Agent ID (for

basic ACD)

If your ACD configuration does not rely on Agent ID, which is often the

case if you do not share your phone with another person, use the

following procedure to log in to an Automatic Call Distribution (ACD)

queue.

Logging in with Agent ID (for Basic ACD

or Contact Center Manager)

If your ACD configuration uses Agent ID, which is often the case if you

share your phone with another person, use the following procedure to log

in to an Automatic Call Distribution (ACD) queue. If an Agent ID is

assigned to you, the display screen prompts you to enter a four-digit

code.

Note: Note: The following procedure applies if you are working in a

Basic ACD environment or an Avaya NES Contact Center Manager

1. Press the Make Set Busy key.

